Technical Support Representative II: 24-00862

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Written by AI from the job title and company, not by Akraya, Inc., so some details may not match this job. The employer's own page has the real description.

Job Overview

The Technical Support Representative II at Akraya, Inc. will play a vital role in delivering exceptional technical assistance and customer service to clients utilizing our products and services. This position entails troubleshooting technical issues, providing solutions via various communication channels, and ensuring that customers have a seamless experience. The representative will work closely with cross-functional teams to resolve complex issues and contribute to ongoing improvements in service delivery while maintaining a high level of customer satisfaction.

Job Responsibilities

• Respond to customer inquiries and technical issues through phone, email, and chat.
• Troubleshoot hardware and software problems, providing accurate solutions and support.
• Document and record customer interactions and technical issues using the ticketing system.
• Collaborate with internal teams to escalate and resolve more complex issues when necessary.
• Educate customers on product features and best practices to optimize usage.
• Monitor and follow up on outstanding tickets to ensure timely and satisfactory resolutions.
• Contribute to the development of knowledge base articles and support documentation.

Qualifications

• Associate's degree in Information Technology, Computer Science, or a related field; Bachelor's degree preferred.
• Minimum of 2 years of experience in a technical support or IT role.
• Strong understanding of computer systems, mobile devices, and other technology.
• Excellent verbal and written communication skills.
• Proficient in troubleshooting hardware and software issues effectively.
• Ability to manage multiple tasks and work well under pressure.
• Familiarity with ticketing systems and remote support tools.

Technologies & Tools

This position requires familiarity with a variety of technologies and tools, including but not limited to customer relationship management (CRM) software, ticketing systems (such as Zendesk or ServiceNow), remote desktop applications, and Microsoft Office Suite. Knowledge of network protocols and operating systems is essential, as well as experience with common hardware devices.

Ideal Candidates

The ideal candidate for the Technical Support Representative II position is someone who possesses strong analytical and problem-solving skills, demonstrating a proactive approach to identifying and resolving issues. They should be customer-oriented, with a passion for providing exceptional support and the ability to maintain composure under pressure. Additionally, strong interpersonal skills and the ability to work collaboratively within a team environment are essential to contribute towards a positive and productive workplace culture.